Development of Grounded Theory towards the Measurement of Patient Service Quality in Healthcare Organisations

There has been a plethora of conceptual and empirical research regarding the complexities of healthcare services quality measures. There is a need to integrating patient's views into the model to improve healthcare service quality. The paper examined service quality through a mixed method in case healthcare organisations in South India with a tertiary healthcare provision. The study develops the grounded theory for patient service quality and this exploration was enabled to formulate hypothesis, and to test the hypothesis, the descriptive approach was used. The grounded theory indentified patient service quality dimensions as doctors' quality of care, nursing quality of care and operative quality of care through open coding, axial coding and selective coding. Further, the analysis was done for the assessment of service quality through doctors' quality of care,' 'nursing quality of care,' and 'operative quality of care' and proportion of variance statistically found significant. Doctors' quality of care and nursing quality of care yielded lower quality perception than the operational care of quality. The paper concludes by highlighting the major findings of patient service quality in healthcare organisations.